Good software - Exactly what we need and nothing more.
April 25, 2018

Good software - Exactly what we need and nothing more.

Jesse Brightman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ClientSuccess

Currently my team is using ClientSuccess to keep track of customer engagements, and get alerts based on actions/inactions, allowing us to:
  • 1. Be more proactive in servicing our customers
  • 2. Get a holistic picture of account health
We are working on running our renewals process/playbooks through ClientSuccess, while also running forecasting out of the system, too.

Pros

  • UI - the tool is simple and easy to use. For the most part, everything works as expected
  • Team - the CS and support teams are great to work with
  • CSM DNA - the team has a great DNA and experience in customer success, which shows in their product.

Cons

  • ClientSuccess could have a stronger health score capability.
  • ClientSuccess' success cycles do not have dates/timelines that automatically adjust so that if one timeline gets shifted, everything "should" move, but it does not.
  • The salesforce integration could be stronger.
  • Still to early to tell
ClientSuccess has less amount of features and less "horsepower," however that simplicity is something that has helped us in our early days.
ClientSuccess is great for teams who need to standardize processes and need a high-level view of how a customer is performing, where they are in the lifecycle, and how a customer should be serviced. It's suitable for teams and leaders who want all access to all information.

Where it is less appropriate is for larger account management where you may have many business units under one larger account umbrella.

ClientSuccess Feature Ratings

7.5
Product usage
8
Help desk / support tickets
7
5.9
NPS surveys
5
Sponsor tracking
7
Customer profiles
8
Automated workflow
5
Internal collaboration
4
Customer health scoring
7
Customer segmentation
5
8.8
Customer health trends
8
Engagement analytics
8
Revenue forecasting
9
Dashboards
10
8.0
Role-based user permissions
8
8.0
API
9
Integration with Salesforce.com
7
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

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